No, he has not given wrong info!!
I just elaborated (so that no one get confused, if again deduction would be made)!!
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Ticket Booked:
Ticket Fare+Bank Charge (N/R) +IRCTC CHARGE (N/R) = Total Payment...
more...
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Ticket non-confirmed:
Ticket Fare-Rs. 20 = Credited Back Amount
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N/R: Non-Refundable
PS: So its actually charges arnt getting refunded, rather than deduction!!